**Re: Formal Complaint Regarding the Collection and Delivery of Our New Volvo**I am writing to express my disappointment regarding the service we received when collecting our new Volvo\.We had a confirmed appointment to collect our vehicle at **10:30 am** and were looking forward to what should have been an exciting and memorable occasion\. Unfortunately, on arrival we were informed that the dealership could not locate the keys and that the vehicle had not even been valeted\. As a result, the car was clearly not ready for collection, and we had no option but to leave the dealership without it\.We were subsequently assured that the vehicle would be delivered to our home at **3:00 pm** that afternoon\. However, it did not arrive until **4:45 pm**, causing further inconvenience and disappointment\.The delivery itself fell far below what we expected from a premium manufacturer such as Volvo\. The driver simply handed us the keys, told us that if we had any problems we should “pop into Volvo,” and then left\. There was no proper handover, no opportunity to inspect the vehicle with a member of staff, no explanation of the vehicle’s features or technology, no assistance with setting up the Volvo app, and no opportunity to ask any questions\. We were left feeling that the purchase of our new car was treated as little more than a routine delivery rather than the significant milestone it should have been\.To add further insult to an already disappointing experience, the driver asked us to leave a positive review despite the poor level of service we had received\. We found this to be wholly inappropriate\.We chose Volvo because of its reputation for quality, professionalism and exceptional customer care\. Having spent a considerable amount of money on a new vehicle, we expected a premium customer experience from start to finish\. Instead, our excitement was replaced with frustration, inconvenience and disappointment\.We would appreciate a full explanation as to how this situation arose and why our vehicle was not prepared in advance of our agreed collection appointment\. We would also like to understand what steps will be taken to ensure that future customers do not experience the same poor level of service\.We would welcome an appropriate goodwill gesture in recognition of the inconvenience caused and the loss of what should have been a special new car handover experienceI look forward to receiving your response within the next 14 days\.Yours faithfully,

HelloI made a complaint direct to the manager via email regarding my service booking. However I have yet to receive any response.This was sent on 15th July 2026.The basis and email is detailed below:I made a booking for my service and MOT via the Volvo app on the 2nd April 2026, this also requested a car.I have arrived on site today, and despite completing the online check-in, which details confirmation of the services, it was found that there was no booking in the system and therefore no car either.To add to this, this now leaves me having to wait for a "waiting" appointment.I find this very poor in the customer service and processing.The two on the front desk have been great in their response but should never have been put in this position.Can you please follow up and explain why, having booked months in advance, this has managed to now leave me without a booking, a method of transport and having to work from the office in the dealership?

Dear team,I am extremely dissatisfied with the way this matter has been handled.You have consistently ignored my emails and have made little to no effort to resolve the issues that have arisen as a result of your errors. Once again, your communication has been completely unacceptable and falls well below the standard I would expect.I have already raised formal complaints directly with you and with Volvo Head Office. Despite your acknowledgement of the failures on your part, and despite your offer to provide a replacement part and compensation, the matter remains unresolved. There has been no meaningful progress and no clear communication regarding when or how this will be rectified.It is very disappointing that, despite admitting responsibility, you have still failed to take the necessary action to bring this matter to a satisfactory conclusion. The continued delays, lack of communication, and failure to follow through on commitments are simply unacceptable.At this stage, it appears that we will have to come in and discuss this matter in person, as repeated attempts to resolve it through normal channels have been ignored. The standard of workmanship and customer service we have experienced has been atrocious.Unless this matter is resolved without further delay, I will have no option but to escalate my complaint further, including referring it to the Motor Ombudsman for independent review. I will also continue to pursue the matter with Volvo Head Office, given the unacceptable standard of workmanship, customer service, and communication that I have experienced.I expect an urgent response setting out exactly what action will be taken, together with a clear timescale for resolving this matter once and for all.RegardsKatySent from my iPhone

Had my car serviced today on collection l sat in and drove off only to find l had no warning sounds at all in the car and my radio did not work nor my phone stopped on my way home five times trying to get through no reply from service dept Phoned again when arrived home still no reply so spoke to sales who were very helpful and told me how to fix the problem

cust has been trying to get in touch to get a price for a timing belt and a service. cust has spoken to 3 separate people and they have advised they would get back to him. Cust is thinking now is the dealership actually wanting any work.

The following email was sent to Lookers Volvo Stockport on 13/07/2026. Since 3 business days have passed, there has been no formal acknowledgement of this complaint. Please acknowledge that the complaint has been received, along with an attachment of a report from an independent engineer (ACE). Many thanks.This is a formal complaint against the quality of repair, questions about whether a part has actually been replaced or not (specifically ERAD transmission), safety aspect of theHi *********************************,Hope you are keeping well.Thank you for acknowledging our previous email.We have now received the technical inspection of the vehicle from ACE. Please find the full report attached for your reference. The key findings are as follows:"The inspection confirmed that the reported fault remains present despite previous replacement of the rear electric drive unit. The intermittent judder, delayed power delivery and banging sensation experienced during the transition from electric to petrol propulsion are consistent with an unresolved hybrid drivetrain fault. The recorded diagnostic fault codes support the presence of abnormalities within the hybrid drive system, and the available evidence indicates that previous repair attempts have been unsuccessful in rectifying the underlying defect.""Currently, the repairs are not considered to be of a satisfactory standard as the issues are still present, and there appears to be multiple instances of a particular issue. The vehicle appears to have an ongoing issue that requires constant repairs. This would suggest there is an underlying defect which has not been identified in the diagnostic procedure."We had specifically asked the ACE engineer to confirm whether both the ERAD motor and the transmission had been replaced. The technical report was able to confirm that the motor has been replaced; however, they were unable to confirm whether the transmission had been replaced.We would therefore ask Lookers Volvo Stockport to specifically confirm, in writing, whether the ERAD transmission unit has been replaced as stated on Invoice 5822 (Job No: 5143). We would note that the Vehicle Health Check dated 30/12/25 had flagged that the ERAD transmission and motor required replacement, and that the photographs taken at the time of inspection, referenced within the report, show that whilst the motor unit appears to be new, the transmission unit does not. Given this, please confirm whether the transmission was physically replaced and, if so, please provide both the removed part number and the new part number fitted.We would also like to note that initially the fault was only noticeable in Pure mode. However, more recently, we have noticed this occasionally on the Power mode as well.Given the new development of the judder during Power mode, we do not feel it is safe to continue using the vehicle in its current condition. We stopped using the vehicle on 12/07/2026, at which point the mileage was recorded as 64,506. We are therefore currently hiring a replacement car and are keeping a record of these costs, which we reserve the right to reclaim in due course. Alternatively, if Lookers Volvo Stockport is able to provide a like-for-like replacement vehicle (i.e. comparable in size and specification to the XC90) while this matter is being resolved, we would be happy to make use of this instead of continuing to hire a car independently, which would also reduce the costs involved for both parties.We would like to reiterate that our first preference remains to resolve this matter amicably, without the need to escalate to the Lookers Dealer Principal or Volvo UK. This ACE technical report will only be shared with the Lookers Dealer Principal or Volvo UK if we are unable to reach an agreement directly.If all repairs have been carried out to the required standard, with genuine new parts fitted as invoiced, we can only conclude that the ERAD unit has failed prematurely for the 4th time. In that case, we will be raising a formal complaint with Volvo UK regarding repeated ERAD failures.Given that we are currently incurring hire car costs and the vehicle remains unsafe to drive, we would be grateful for your written response within 10 days, by Thursday 23 July 2026. If we do not hear back by this date, we will proceed with escalation as outlined above.For the sake of good order, please could you acknowledge receipt of this email at your earliest convenience.Best wishes

To: Volvo Customer Relations / Service Manager, Lookers Volvo StockportEX30 Battery fault recall: Formal complaint regarding service receivedCar reg. MM74 ABZDear Customer Relations/Service Manager,Thank you to your service team for replacing the battery in my car. I had been waiting for the work to be done since Volvo’s letter last December informing me of the vehicle safety recall. I was pleased to have the car back yesterday with the fault fixed.However, I wish to raise a formal complaint regarding the disappointing service I received from your dealership when an initial estimate of two days for the job turned out to be 17 days. The reasons for my complaint are set out below.Monday 6th June – Appointment made with Lookers Volvo Stockport (LVS)I received a phone call from your dealership offering me appointment dates to bring my car in for the necessary work. The appointment was made for 9-9.30am on Monday 29th June to do this. I was told you would need the car for two days and that a courtesy car similar to my own would be provided.Friday 26th June – Phone call re battery charge limitI received a phone call from LVS telling me that the battery should not be charged higher than 20% when the car is brought in on Monday 29th June. Since I had just charged my car to its limit of 70%, I felt it was rather short notice to be told this. However, I made sure the battery level was brought down to 20% in time for the appointment.Monday 29th June – The courtesy car handoverI brought my car in at the appointed time but had to wait until the appropriate member of staff became available and then until a courtesy car could be found. I was then told that, whilst a courtesy car similar to mine had been found, it only had a very low charge and so I was asked to wait whilst the car was sufficiently charged. The wait was much longer than I’d expected because I was then given the news that your charger was not working and a member of your team was ‘driving around’ trying to find a suitable available charger. Eventually, this proved unsuccessful, and after waiting a total of nearly two and a half hours, I was sent home with a mere 16% charge in a vehicle that was not an extended-range model, leaving me with immediate range anxiety.Tuesday 30th June – Told of unexpected delayI received a phone call informing me that, having prepared my car for the replacement battery, the service team realised that another part (a harness) was necessary to carry out the work and this had to be sourced directly from Sweden, potentially adding another 10 days to the repair timeline. This open-ended delay has caused uncertainty, making it very difficult to plan our daily lives and family logistics.Thursday 9th July – Additional DisruptionAdding further hassle to an already frustrating situation, I received a phone call from LVS asking me to return the courtesy car (because it had been sold) and to swap this for another vehicle. I was on volunteer duty at Quarry Bank that day but made special arrangements to leave early in time to return the courtesy car by 5pm. This involved an otherwise unnecessary journey in heavy traffic. I was pleased, however, that the replacement courtesy car was a new (2026) EX30 SMER with plenty of charge in the battery. I was told that the part required for my car had been received and that the necessary work should be completed in five to six days. A phone call from LVS on 14th June confirmed that the work had been done and the car would be charged, cleaned and ready for collection on Wednesday 15th June. It was and I’m now pleased to have my car back.Technology issuesWhilst both courtesy cars were similar to my own and familiar to drive, I had to rely solely on the physical tag and I could not pair the cars with the Volvo app, leaving me unable to start the air conditioning remotely in advance of a journey - it was particularly frustrating being unable to do this during the current heat wave.Communication difficultiesWhilst the staff at LVS I have dealt with (including Ruby, Layla, Lucinda and Liam) have all been polite and helpful, I must say that getting hold of the right person to speak with for an update on progress is not easy because of your frustrating phone system which channels all calls through a central number.Overall impactThe dealership’s service fell short of what I would expect. A call-in repair that I was initially told would take a couple of days has turned into a 17-day saga. The unexpected waiting time, the lack of predictability, an insufficiently charged courtesy car, an extra journey to LVS to swap courtesy cars and the technology issues with both these cars, together with the communication difficulties, have caused disruption to my daily schedule.Required ResolutionTo resolve this matter, I expect an apology and an appropriate gesture of goodwill for the inconvenience, wasted time, and the courtesy car experience.I look forward to hearing from you.Yours sincerely,Mike Gibson

I request a formal central escalation and review by the relevant Operational Director concerning Volvo XC90 RA24 BCX, purchased from Lookers Volvo Stockport. This should not be returned solely to the dealership personnel who previously treated the complaint as closed, because materially significant primary evidence has since been recovered.The vehicle was purchased remotely. During recorded pre-contract calls, the salesperson described RA24 BCX and the alternative vehicle as Volvo demonstrators acquired through Volvo, stated that there was no material difference between them other than mileage, colour and price, and recommended that I switch to RA24 BCX. In a separate recording, when I asked directly whether it was an ex-rental vehicle, I received a negative reassurance and was told it had come from the “Volvo family”. I had also stated in writing before collection that I wanted to ensure the vehicle was not ex-hire. Lookers subsequently confirmed that it had been registered to a rental company.This evidence substantially changes the position. The complaint is no longer dependent on recollection: the calls directly record the representations that influenced my decision.There are also serious concerns about the vehicle’s preparation and condition. Agnew Belfast Volvo later identified damage to both second-row seat rebound arms and missing protective covers. Other issues have included an early seat-area noise, a loose underbody panel, a loose rear air-guide component and number plates that required replacement despite the preparation invoice recording two new plates. The SAR disclosure contained only an internal invoice referring to a wear-and-tear inspection and Volvo Selekt coding, but no detailed checklist, findings, photographs or evidence showing that the relevant seating mechanisms were inspected.The subject access disclosure also omitted a central email from the relevant pre-collection sequence, contained incomplete records and unindexed recordings, and appeared to include information relating to another customer. These concerns have been raised separately with Lookers’ Data Privacy Team and may require referral to the Information Commissioner’s Office if not resolved.The Motor Ombudsman has accepted case 00323221 and now holds the key recordings, transcripts and supporting evidence. The Financial Ombudsman Service is also considering the related finance complaint. It has taken substantial time and effort to recover, authenticate, organise and submit evidence that should have been identified through a thorough internal investigation.I ask Lookers to:1. register this as a central escalation and provide a reference;2. refer it to an Operational Director or senior decision-maker with authority to review the matter independently;3. appoint one named central point of contact;4. preserve all recordings, metadata, CRM records, sales notes, vehicle-source records, valuation material and Selekt preparation records;5. review the original dealership investigation in light of the new recordings;6. provide a substantive explanation of the vehicle’s provenance, preparation and the representations made during the sale; and7. confirm whether Lookers is prepared to engage constructively in resolving the matter.There is no attachment facility on this form. I hold the original recordings, working transcripts, email evidence, technical findings, preparation records and related correspondence and can provide them immediately when contacted.I am intentionally not setting out a final preferred remedy at this stage. I remain open to a practical and restorative resolution once Lookers has properly reviewed the complete evidence.

Further to my last Ticket ref: 89428171, there has been further lack of response from Lookers Volvo Stockport.A copy of the email sent to Lookers Volvo has been shared here along with the most recent one sent today 12th July 2026, for your records. Kindly look into the lack of responsiveness from the dealer.Email sent out on 12th July 2026 at 17:43Hi **********, ********* and Lookers Volvo Stockport,Further to our previous correspondence, we are writing to formally notify you that we have taken the decision to stop using the vehicle with immediate effect, on safety grounds.Reason for this decisionWe have continued to notice juddering despite driving in "Power" mode, and this has continued to get worse.There are several reasons why we no longer feel it is safe to continue using the vehicle:● The ERAD has a long history of repeated failures.● The quality of the most recent replacement is now in question and is being independently inspected.● Our specific questions as to whether it is safe to continue to drive remain unansweredThis decision reflects the ongoing and worsening nature of the fault and would have been reached in any event, irrespective of the Monday appointment — which, in any case, had only been proposed verbally and was never formally confirmed.Lack of confirmation and acknowledgmentWe would also note that, at the time this decision was made, we had received neither a formal email nor text confirmation of the proposed Monday appointment, nor confirmation of our request for a suitable 7-seat XC90 or equivalent courtesy vehicle. Our requests for acknowledgement of our emails on these points were also not responded to. Having been left with no confirmation on either point, and with the fault continuing to worsen in the meantime, we took this decision ourselves in the absence of any engagement from Lookers Volvo Stockport.A copy of this email, together with a record of the lack of acknowledgement referred to above, has also been shared via Lookers' formal complaints process for the attention of the Lookers Stockport branch.We would also draw attention to the fact that our last confirmed appointment to review the ERAD, on 17 June 2026, was cancelled on the morning of the appointment itself, with no prior warning. This is consistent with the pattern of poor communication and lack of confirmation set out above.Preserving the vehicle's condition for a fair inspectionSeparately, and in fairness to all parties, since there is an ambiguity about Monday's appointment, we consider it appropriate to leave the vehicle in its current, undriven state until it is returned to the garage, so that its condition can be fairly and accurately assessed. We are taking this position even though you have not yet sent a formal email or text confirmation of the Monday appointment or offered us the requested like-for-like courtesy vehicle, such as a 7-seat XC90, either through your garage or via a national rental network.Interim arrangementsWe have hired a replacement vehicle at our own initial cost, from today until 18 July 2026, and will review the position once we have received the written report from the independent automotive engineering company we have commissioned regarding the ERAD replacement. This company was chosen because it is referenced on The Motor Ombudsman's own website as a provider of independent technical vehicle reports. We will share this report with you in full as soon as it is available.For the record, the vehicle's odometer reading at the point it was taken off the road was 64,506 miles, as of 12 July 2026. A photograph is attached for the records.We consider this a direct and reasonable consequence of the unresolved fault and the disputed repair, and we will be seeking reimbursement of the hire cost incurred as part of resolving this matter.Request for written safety confirmationWe would welcome written confirmation from Lookers Volvo's technicians, should you be in a position to provide it, that the vehicle is safe to drive in its current condition. In the absence of such confirmation, we will continue to treat the vehicle as unsafe to use pending the outcome of the independent report.We will keep you updated on developments and remain, as before, willing to resolve this matter directly and amicably.We look forward to hearing from you.***************************On Friday, 10 July 2026 at 19:50:59 BST, Shabeer Kolakkatwrote:Hi *************,I hope you are well.Following up on my email sent in the early hours of this morning, I note that I haven't yet had a response confirming the critical points raised.Courtesy vehicle upgrade: Confirmation of a suitable, equivalent 7-seat plug-in hybrid or electric vehicle (not the inadequate XC40 previously mentioned) for when a booking is finalised.Independent Engineering Report: Confirmation that no further diagnostic or ERAD-related work will be carried out on the vehicle by Lookers Stockport until our independently commissioned engineer's report has been received next week.Please acknowledge receipt of this email and provide your updates on the points listed above at your earliest convenience.Many thanks,****************On Friday, 10 July 2026 at 01:05:40 BST, Shabeer Kolakkatwrote:Hi ****************,Thank you for your telephone call yesterday evening (Thursday, 9th July). I am writing to follow up on that conversation, as I have unfortunately not yet received the summary and confirmation emails we discussed. I note from our conversation that the Service Manager, ***********, is away this week.During our call, you proposed that the vehicle be dropped off this coming Monday (13th July) for further diagnostic and repair work. For the record, we have not received any formal email or text message from Lookers Stockport to confirm this booking prior to this email.Furthermore, we need to address the following critical points before we can proceed:Inadequate Courtesy Car: You indicated that an XC40 would be provided. This is entirely unacceptable. Our vehicle is a premium XC90 7-seater plug-in hybrid. Given the extensive history of failed repairs on this car and the lengthy duration of the last workshop visit, we cannot accept a significant downgrade to a smaller, 5-seater vehicle. Please arrange for an equivalent premium 7-seater vehicle through your own network or an independent rental agency for the duration of the repairs. As our XC90 is a plug-in hybrid, we heavily rely on electric charging for our daily driving to keep fuel costs low. Providing a standard petrol or diesel vehicle—especially a non-hybrid—imposes an unfair financial penalty on us due to high fuel prices. Given that this is the fourth time the car has required ERAD-related work due to failed repairs, we expect a like-for-like premium 7-seat hybrid or electric vehicle to ensure our running costs and family needs are not compromised.Independent Inspection Report: Due to the fact that the ERAD system has failed repeatedly and the vehicle was recently returned to us with the severe juddering still persisting, we have lost confidence in the repair work carried out by Lookers Stockport. Consequently, we have commissioned an Ombudsman-approved independent engineering firm to inspect the vehicle and verify the quality of the work. We expect to receive their formal report by next week.Next Steps: Once we have received the independent engineer's report and verified that there are no wider safety or structural concerns with the recent work, we will be in a position to formally book the vehicle in with you. Therefore, we will not be dropping the vehicle off this coming Monday.Please note that we remain prepared to resolve this matter amicably with Lookers Stockport. Our primary objective is to find a local, definitive resolution with your dealership rather than escalating this immediately. We view the engineer’s report as a constructive, objective baseline that will help us both ensure the vehicle's defects are permanently and successfully resolved.As of today, we are strictly minimising our use of the vehicle and avoiding motorways due to the ongoing drivetrain juddering. We are monitoring the vehicle's behaviour over the next 24 to 48 hours; if the juddering worsens, we will ground the vehicle entirely for safety reasons and reserve the right to secure an independent rental car at your dealership's expense until this matter is resolved.For the avoidance of doubt, as Lookers Stockport released this vehicle back to us with the defect still present, any subsequent mechanical degradation remains entirely the dealership's liability.Please provide written confirmation of your receipt of this email, alongside your updated proposal for an equivalent 7-seater courtesy vehicle.Yours Sincerely****************

Ticket 89428171:Further to my last email complaint sent on 07/07/2026 with Ticket 89428171, kindly note the following on the record.The car has now developed jerking on power mode. We were advised by the Volvo Stockport Master technician that it is safe to drive the car. We have now gone back to Lookers (Copied Volvo UK as well) to see whether it is safe to drive the car in power mode?copy of the email sent to Volvo Stockport - Could you kindly take it up with the Volvo Stockport Team and get back to us with an answer ASAP."Dear Volvo Stockport and Volvo UK,Just wanted to make you aware, as of today , we have noticed the car is having significant juddering while driving in "Power Mode". We had been advised by your master technician on 8th of June 2026, that it is safe to drive the car in power mode.Now the issue is happening on Power mode as well . Can you kindly advise as soon as possible if it is safe to continue driving the car?I have copied Volvo UK as well, in case Lookers do not come back with an answer.I will be submitting the same query via Lookers online complaint procedures to ensure the query reaches to Lookers Volvo Stockport.Best wishes"